# Support Engagement Lead

**Company**: Braze
**Location**: São Paulo
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/braze/jobs/8122824?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_0f7db81f-e15

## Description

At Braze, we're a customer engagement platform that empowers brands to deliver great customer experiences.

As a Support Engagement Lead, you will be a member of the Recurring Services team and will deliver a premium support service experience to customers.

**Main Responsibilities:**

- Work as a personalized and customized support experience for a designated group of named customers

- Serve as the main point of technical support interaction for a customer and act as the technical advocate during the entire contract period

- Partner with Customer Success and Recurring Services teams to ensure excellent customer experience and internal alignment

- Analyze customer support cases to identify trends and risks with their Braze product experience

- Develop Centers of Excellence with customers to benefit from knowledge sharing across their group

- Maintain ongoing regular contact with customers via support cases, regular check-ins, and Technical Business Reviews

**Requirements:**

- Bachelor's Degree from a 4-year college or university (or similar experience-based proficiency level)

- Proven experience in a client-facing role working in SaaS company, Technical Support, and Account Management

- Exemplary written and verbal communication skills

- Strong analytical skills regarding technical issues

- Experience handling time-sensitive, pressure-intensive customer issues

- Working knowledge of Case Management tools like Salesforce, Zendesk, or similar ticketing systems

- Technical knowledge on how to leverage APIs and write basic-level SQL queries

**Nice to Have:**

- Experience using the Braze platform

- Technical domain knowledge of one or more of the following: Mobile Development (Swift, Java, Kotlin), Kibana, Snowflake, Datadog, Email architecture and deliverability

- Experience with HTML, CSS, Javascript, Ruby, Java, or other programming languages

## Skills

### Required
- Technical Support
- Account Management
- Analytical skills
- Communication skills
- SQL queries
- APIs

### Nice to have
- Braze platform
- Mobile Development
- Kibana
- Snowflake
- Datadog
- Email architecture
- HTML
- CSS
- Javascript
- Ruby
- Java

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/braze/jobs/8122824?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)